Customer support queueing system

Forum|Forum|9 months ago
November 28, 2025
6 replies
99 views

When trying to contact support about changing my phone number I was put into a queue containing 500 customers and a 5 minute wait. At the end of the queue I was transferred to a page where I needed to press a button to speak to a chatbot, only to discover live chat is actually closed.

Is this a fake queueing system? I find it hard to believe there's a 500 person wait to speak to a chatbot at 9pm on a Friday night.

Best answer by WelshPaul

Upon further inspection, it’s not a support queue but rather a queue to access the website. It seems iD Mobile are experiencing issues possibly due to a DDOS attack or server-side problem. Try again tomorrow.

EDIT: Odd, the queue is only showing when accessing idmobile.co.uk via my phone browser. It’s working as normal on my PC and Laptop browser.

WelshPaul

Platinum  Contributor

It’s probably a fake gimmick. Live chat closes at 8pm and they don’t usually handle sales.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

J

Jimbo2031Author

New Contributor

"A company's use of a knowingly false queue to discourage customers from contacting them is highly likely to be illegal under existing UK consumer protection laws as a misleading and unfair commercial practice."

WelshPaulAnswer

Platinum  Contributor

Upon further inspection, it’s not a support queue but rather a queue to access the website. It seems iD Mobile are experiencing issues possibly due to a DDOS attack or server-side problem. Try again tomorrow.

EDIT: Odd, the queue is only showing when accessing idmobile.co.uk via my phone browser. It’s working as normal on my PC and Laptop browser.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

H

Han-haile

New Contributor

Why have not received the eSIM

H

Han-haile

New Contributor

I really need to get working and only use one phone but I can’t do that because the blood eSIM is not received even tho it has been 6 months. And reaching your customer service is the hardest thing

Gemma M

iD Mobile Employee

Hi @Han-haile,

I am so sorry to hear that you have not yet received your eSIM, however as this is a public platform, I’m unable to assist with account-specific queries here for security reasons. However, our team will be more than happy to help you via live chat. Please use the following link to get in touch: https://www.idmobile.co.uk/live-chat.

Once connected, simply explain your request and an advisor will assist you further.

Thank you for your understanding.

Regards,

Gemma M

The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.